Managed Services Delivery Manager

Peoplebank Asia; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Peoplebank Asia is seeking an experienced Managed Services Manager to oversee end-to-end delivery for enterprise clients. The role involves acting as a trusted advisor, coordinating service delivery, handling escalations, and aligning cross-functional teams to meet business objectives.

The ideal candidate will have strong program management skills, stakeholder engagement, and a solid understanding of IT services and enterprise environments.

Qualifications

• Degree in IT, Computer Science, Engineering, Business or related discipline.
• Proven experience in managed services and IT service delivery.
• Experience with enterprise customers and multiple stakeholders.
• Certifications like PMP/PRINCE2/ITIL preferred.
• Excellent stakeholder management and communication.

Responsibilities

• Take overall ownership of managed services delivery, ensuring services are delivered per scope and SLAs.
• Act as the primary management focal point for customers on service-related matters and escalations.
• Serve as a liaison between customers, service delivery teams, and engineering teams.
• Build strong customer relationships and act as a trusted IT management partner.
• Coordinate communication during escalation and resolution processes.
• Lead and manage change management, assessing impact on cost, schedule and quality.
• Identify risks and develop mitigation and contingency plans.
• Drive continuous improvement and innovation in service delivery.

Skills

IT service delivery

Program management

Stakeholder engagement

ITIL/PRINCE2/PMP

Leadership

Risk management

Communication skills

Enterprise technology

Education

Bachelor's degree in IT/Engineering or related field

Job description

Managed Services Manager (12 Months Contract)

Role Overview

Our client is seeking an experienced Managed Services Manager to oversee the end-to-end delivery of managed services for enterprise clients. You will act as a key management partner and trusted advisor to the customer, serving as the central point of contact for service delivery, technical escalations, operational issues and cross-functional coordination.

The role requires strong program management, stakeholder engagement and problem-solving capabilities, together with a solid understanding of IT services, business operations and enterprise technology environments.

Key Responsibilities

• Take overall ownership of managed services delivery, ensuring services are delivered in line with agreed scope, service levels, quality and business objectives.
• Act as the primary management focal point for customers on service-related matters, technical escalations and integration activities.
• Serve as a key liaison between customers, internal service delivery teams, account teams and technical specialists.
• Build strong customer relationships and operate as a trusted IT management partner, helping customers achieve their business and technology objectives.
• Partner with customers to understand their critical IT services, business priorities and operational requirements, ensuring service delivery teams are aligned accordingly.
• Lead and manage service escalations, coordinating the appropriate technical, engineering, account management and senior leadership resources when required.
• Develop, maintain and communicate outage communications and action plans, ensuring customers remain informed of key activities, milestones, decisions and recovery progress.
• Engage technical and product engineering teams when issues require advanced technical expertise, problem duplication, design-level investigation or complex resolution.
• Coordinate communication between customers, account teams and engineering teams throughout the escalation and resolution process.
• Manage the end-to-end change management process, assessing and coordinating changes to service scope, deliverables, service levels, products, configurations, volumes or sites.
• Assess the impact of proposed changes on cost, schedule, quality and service commitments, ensuring appropriate governance and stakeholder alignment.
• Identify service delivery risks and develop effective mitigation and contingency plans.
• Lead cross-functional teams to remove delivery barriers, resolve complex issues and achieve successful business outcomes.
• Apply industry best practices, project management methodologies and structured problem-solving approaches to continuously improve service delivery.
• Drive opportunities for innovation, simplification, cost optimisation and service improvement.

Requirements

• Degree or equivalent qualification in IT, Computer Science, Engineering, Business or a related discipline.
• Proven experience in managed services, IT service delivery, program management or enterprise technology environments.
• Experience working with enterprise customers and multiple stakeholders is highly advantageous.
• Strong understanding of IT technology fundamentals, enterprise infrastructure and current technology trends.
• Strong program and project management capabilities, with experience in planning, tracking, governance and delivery.
• PMP, PRINCE2 or ITIL certification is preferred.
• Excellent stakeholder management and communication skills, with the ability to influence effectively across different levels of an organisation.
• Strong business acumen and analytical skills, with the ability to translate complex business or technology challenges into practical solutions.
• Demonstrated ability to manage technical escalations, operational risks and complex service issues.
• Strong understanding of risk management, including the ability to identify risks, develop mitigation plans and make timely decisions.
• Ability to understand different technical domains and assess their potential business impact, opportunities and risks.
• Strong leadership skills with the ability to form, lead and collaborate with cross-functional teams to achieve desired outcomes.
• Highly accountable, proactive and results-oriented, with a strong sense of ownership and urgency.
• Adaptable and comfortable working in fast-paced and ambiguous environments, with the ability to manage changing priorities effectively.
• Excellent verbal, written and presentation skills, including the ability to prepare clear and professional documentation.